Purpose

This assessment is designed for experienced candidates with over 5 years in the IT, Software & ITeS industry, specifically for the Voice Process role. Its main goal is to evaluate advanced knowledge and skills relevant to voice process operations and management.

Overview

The assessment is structured to evaluate experienced professionals in the Voice Process role within the IT, Software & ITeS industry. It consists of questions that test knowledge of key technologies, metrics, and management strategies used in call centers. Core traits evaluated include proficiency in workforce management, understanding of predictive dialing and call blending, and expertise in voice and speech analytics. The test also covers the use of advanced technologies such as voice biometrics and text-to-speech systems, ensuring candidates can effectively manage and optimize voice processes.

• Industry: IT, Software & ITeS
• Level: Experienced
• Tag: Voice Process
• Total Questions: 25

Skills

• Workforce Management
• Predictive Dialing
• Call Metrics Analysis
• Call Blending
• Voice Logger Utilization
• Voice Stress Analysis
• Call Monitoring
• Text-to-Speech Technology
• Voice Biometrics
• Speech Analytics
• Voice Authentication
• CTI (Computer Telephony Integration)
• First Call Resolution
• ACD (Automatic Call Distributor)
• IVR (Interactive Voice Response)

Ideal Roles

• Voice Process Manager
• Call Center Supervisor
• Voice Analyst
• Speech Analyst
• Voice Coach